SLAs

Our On-Demand Support Services - SLAs

Level 1

• Basis SAP user questions.
• Logon/Password errors.
• Printer Issues.

Level 2

• Answer User How-to questions.
• Troubleshooting system/ transactional errors.
• Handling system dumps.

Level 3

Reactive Support

• Fix and / or provide workaround to business-critical problems.
• Optimizing user roles and authorizations.
• Quick changes to existing RICEF objects.

Proactive Support

• Audit user and system controls.
• Cleanup old logs / check for dumps and spool errors.
• Audit user security, profiles and authorizations.

Level 4

Change Requests

• Changes to reports, interfaces, enhancements and forms.
• Adoption to changes in business scenario.
• New RICEF objects / configurations.
• SAP application and kernel patching.

SLA Reporting - Individually tailored cadence for reporting. We believe we shouldn't get paid if we don't do our job right.